Customer Service Quality Assurance

George Washington Omovbude

**** ****** ****** *** *, Union, New Jersey 07083, 908-***-**** Email: *********@*****.*** OBJECTIVE

To obtain a position that will allow me to enhance my current skills and use my analytical experience to serve customers by providing quality services and/or selling products created by industry leaders. EXPERIENCE

Choice Aviation Services February 2025 to July 2025 Newark, New Jersey, Supervisor, Office Agent/Customer Service Representative

• Assisted management in analytics to improve service protocol and quality assurance

• Maintained composure and patience in the face of difficult customer situations

• Processed inbound and outbound customer support calls at a 20% faster rate than team average

• Adjusted prices using SAP and to find freight from other locations to guarantee prompt delivery and track shipment

• Responded and resolved inquiries timely to curb customer complaints

• Processed customers air way bills twice as fast to help drivers meet very tight delivery times

• Supported customers with online billing and account issues

• Managed base level IT support to customer clients

• Handles complaints and resolves grievances for claims associated with mishandling of product such as shortages, damages

• Reviewed and processed airway bills and ensured prompt delivery to customers

• Brainstormed efficiently to help my company avoid unnecessary expenses

• Ensure timely and accurate communications to business when issues arise around claims, returns and deductions

• Execute and advise on process efficiencies to better anticipate customer needs, focus on flexibility in business practices, and promote adaptation to evolve based on urgent needs

• Assisted the warehouse with finding locations of freight and shipment.

• Responded to emails and enquiries timely to ensure efficient service and prompt delivery of shipment.

. Adjusted prices and charges properly to maintain customer relations Alliance Ground International April 2022 to April 2024 Newark, New Jersey Supervisor, Office Agent/Customer Service Representative

• Reviewed and processed airway bills and ensured prompt delivery to customers

• Maintained a very professional attitude when dealing with colleagues and customers

• Used SAP to adjust prices, find freight from other locations to guarantee prompt delivery and track shipment

• Assisted management in analytics to improve service protocol and quality assurance

• Supported customers with online billing and account issues

• Managed base level IT support to customer clients

• Handles complaints and resolves grievances for claims associated with mishandling of product such as shortages, damages

• Maintained composure and patience in the face of difficult customer situations

• Ensure timely and accurate communications to business when issues arise around claims, returns and deductions

• Execute and advise on process efficiencies to better anticipate customer needs, focus on flexibility in business practices, and promote adaptation to evolve based on urgent needs

• Assisted the warehouse with finding locations of freight and shipment.

• Responded to emails and enquiries timely to ensure efficient service and prompt delivery of shipment.

• Adjusted prices and charges properly to maintain customer relations. Mindlance / Sanofi Pharmaceuticals September 2019 to June 2021 Bridgewater, New jersey Strategic Customer Relations & Business Support

• Responsible for the maintenance and processing inquiries of the department inboxes:

• Resolving all inquiries from the inbox in a timely manner of 24 hours.

• Impeccable communications and notifications to trade customers/Retailers around credit processing and deduction resolution.

• Assist in managing all inquiries for other groups within SCRBS.

• Manage operational relationship and reporting capabilities with the third party returns processor for all claims Manage the downstream indirect customer and other third-party processors on any issues Account management based on contractual terms and supply chain service levels.

• Support other areas like external manufacturing, plants on any kind of processing of claims.

• Credit and Deductions Management:

• Responsible for the timely, accurate and compliant processing of all trade orders including but not limited to:

• Handles complaints and resolves grievances for claims associated with mishandling of product such as shortages, damages

• Issues credits for fees including those related to Failure to Supply, Stocking Allowances and more.

• Ensures returns have been credited appropriately based on Trade Terms/Returns policy and customer contracts that impact supplier score-carding; including all SOX and internal controls

• Analyzes returns; scrutinize and investigate pricing conditions and contract related issues

• Ensure timely and accurate communications to business when issues arise around claims, returns and deductions

• Execute and advise on process efficiencies to better anticipate customer needs, focus on flexibility in business practices, and promote adaptation to evolve based on urgent needs

• Provide timely and useful updates on credits (Claims) and deductions to the customers

• Work with CI2C, contracts and business on any invoice or credit discrepancies and deduction resolution

• Handle complexities and work on projects with ITS for process improvements around Claim/returns processing Robert Half/Legrand/Middle Atlantic Products December 2018 to July 2019 Fairfield, New Jersey Customer Support/Inside Sales

• Sales of racks, rack links, parts and other company items

• Reviewed and processed purchase orders via telephone and ensured prompt delivery to customers with SAP

• Processed inbound and outbound customer support calls at a 20% faster rate than team average

• Used SAP to adjust prices, find products from other locations to guarantee prompt delivery and track shipment

• Assisted management in analytics to improve service protocol and quality assurance

• Supported customers with online billing and account issues

• Managed base level IT support to customer clients

• Maintained composure and patience in the face of difficult customer situations Randstad/Tiffany & Co September 2018 to December 2018 (Seasonal Whippany, New Jersey Customer Service/Clerk

• Processed high volume calls and orders to expedite deliveries during the holiday season

• Implemented new technics to reduce work load to get orders to customers timely and efficiently

• Used the Tiffany centralized operational systems to detect mistakes to avoid delivery delays

• Find products from other locations using the Tiffany systems when our location was out of stock

• Assisted management in analyzing orders to combat fraudulent orders Adecco Staffing Services, Edison, New Jersey December 2016 to January 2017 VERIZON. Bedminster, New Jersey Analyst, Network Operations Centre (NOC)

• Utilized software to analyze information for the operation center

• Interpretation of information

• Implemented learned techniques to increase productivity timely

• Processed high volume calls at operation center answered questions amiably and efficiently routed calls to the management team when necessary

• Assisted Police, Fire departments in updating information for emergencies contacts on periodic basis

• Update and analysis of public safety answering point (Psap) information and information for several states in the country

• Created worksheets for easy access for co-workers and supervisors GWASH Enterprises Inc. Union, New Jersey March 2003 to Present (PART TIME) Sales Manager

International sales exports, imports shipping and deliveries using SAP/ERP/ERM Accounts, notes receivables, payables and collections.

• Purchases and shipment sales of cars, engines and household goods internationally

• Determining currency rates and tariffs before purchases to ensure maximum profits on goods to be shipped

• Negotiating prices with companies, customers, clearing/shipping agents and custom officers

• Taking orders and ensuring delivery of products and goods timely to customers satisfactorily

• Analyze foreign trade policies and costs of products that can be exported to maximize sales and profits

• Worked amicably with custom officers and other government agencies to derive best solutions to challenges Adecco Staffing Services, Edison, New Jersey November 2002 to March 2003 Transfer Agent - Equiserve

• Sales of AT&T and Comcast shares during the reverse stock split

• Accounts receivables for deferred Payments and collections

• Interpretation of new stock value to customers

• Transfer of stock to next of kin after bereavement

• Processed calls at transfer center answered questions amiably and efficiently, initiated stock purchases applications and routed calls to the management team when necessary SPRINT PCS, Union, New Jersey November 2000 to November 2002 Customer Service Representative (Supervisor)

• Fostered change by suggesting special window to service customers with technical phone difficulties

• Provided friendly and efficient service to demanding customers on a daily basis

• Trained new hires

• Implemented learned techniques to increase long distance revenues and accessory sales

• Interpretation of customer invoice for proper understanding using the Sprint operational system (P2k) Adecco Staffing Services, Edison, New Jersey September 2000 to November 2000 Customer Service Representative

• Verizon, Fleet Services – dispatched assistance to various technicians in the field and verified credit transactions to detect fraud

• Bank of America – processed calls at mortgage banking center, answered questions amiably and efficiently, initiated loan applications, and routed calls to managers when necessary

• Telcordia – worked with supervisor to create organized file environment to answer customer inquiries

• Wells Fargo Mortgage Company – prepared packages to solicit applicants for new loans, answered phone calls and responded to customer concerns

Planet Fitness, Union, New Jersey May 1999 to June 2000 to May 2002 Customer Service Sales Representative/Fitness Instructor

• Generated revenues for the company by initiating club memberships and processing sales activities

• Accessed computer system on daily basis to verify validity of club members and update status

• Persuaded apprehensive individuals to join by negotiating contract terms

• Developed strategies to win and maximize customers

• Assisted clients in achieving personal health fitness goals by creating plans and supervising implementation on a periodic basis

• Performed routine activities in fitness club environment including filing and answering customer inquiries Springfield Amoco, Springfield, New Jersey September 1999 to December 1999 Assistant Manager

• Utilized electronic devices to process cash, accounts and notes payables transactions

• Recorded accounting transactions and prepare budget to track revenues and expenses

• Monitored sales and accounts receivables to properly plan timing of gas deliveries

• Reviewed transactions daily to ensure accuracy of cash flows and inventory

• Provided recommendations for proper car care and assist customers in the implementation

• Surveyed local stations and adjust business plan to remain the leader of the competition TECHNICAL SKILLS

Proficient in Microsoft Office (Word, Excel, Outlook, PowerPoint, Access) SAP EDUCATION

Union County College, Cranford, New Jersey Major: Business Management Kean University, Union, New Jersey Major: Management REFERENCES

Available upon request

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